Call Redirect Script

Answered Question

I have a queue that runs from 8:30AM to 7:00PM on Fridays. In the script, is there a way to modify this, so that, if a customer calls into this group after 7pm the call is redirected to another 800# ?

Correct Answer by Jonathan Schulenberg about 8 years 10 months ago

Hello-

Yes it would. If you add a Set step to the Partial branch of your Time of Day step, you can assign the variable for reference later.

Within the Queued branch of the Select Resource step, you would use an If step (or possibly Match step if you have multiple cases). Within the true branch, or partial branch for the Match step, you can add a Call Redirect step to transfer the call elsewhere.

Lastly, if you want this call to be considered handled (as opposed to being marked abandoned), be sure to add a Set Contact Info step to mark the contact as handled. If you don't, the call will be considered abandoned because it was not connected with a resource.

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James Hawkins Mon, 03/31/2008 - 05:53

This is fairly simple. Just use the Day of Week and Time of Day steps, set the appropriate times and the set the call redirect on the appropriate branch.

I normally define two call treatments "Open for Business" and "Closed for Business" and use GoTO steps in the appropriate places to direct calls to these destinations.

Correct Answer
Jonathan Schulenberg Wed, 04/02/2008 - 08:39

Hello-

Yes it would. If you add a Set step to the Partial branch of your Time of Day step, you can assign the variable for reference later.

Within the Queued branch of the Select Resource step, you would use an If step (or possibly Match step if you have multiple cases). Within the true branch, or partial branch for the Match step, you can add a Call Redirect step to transfer the call elsewhere.

Lastly, if you want this call to be considered handled (as opposed to being marked abandoned), be sure to add a Set Contact Info step to mark the contact as handled. If you don't, the call will be considered abandoned because it was not connected with a resource.

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